Don Peppers’ blog posts are followed by nearly 300K on LinkedIn. He was among the first invited to be a LinkedIn Key Influencer when the program began in 2012. Today, he is one of LinkedIn’s top CX experts.

Don's Blog

Everyone’s Talking About the Customer Experience. So Why Aren’t More Companies Acting on It?

There’s no doubt that “customer experience” is one of the hottest topics in business today. And there’s a great deal of evidence that a better CX leads not just to increased customer satisfaction, but to reduced operating costs and improved sales, as well. Aside from minor tweaks and efficiencies, however, few companies seem able to make any…

How the Web Might Have Happened Even Without an Internet

Martha Rogers’ and my vision of how businesses could use interactivity to create relationships with individual customers, which we described in our 1993 book The One to One Future, was partly inspired by a business I had tried to start in 1990, working with my good friend and grad school pal Chip Elitzer. If you’re old enough…

Coming Soon: Even Big Companies Will Be Joining the Gig Economy

One of the most significant changes in the structure of our economy over the last few years has been the growth of what is widely referred to as the “Gig Economy.” The term is designed to capture all the ways in which individual workers are now offering their services for tasks (or “gigs”) that have…

Exploration vs. Exploitation: What’s the Right Balance for a Business?

The success of any complex system, from ant colonies to beehives to businesses, depends on striking a balance between exploiting known resources and exploring for new resources. Spend all your time eating food you already have, and you risk starvation when you run out. But spend too much time exploring for more food, and you’re…

5 Questions to Answer, to See Whether Your Company Has a Genuine Purpose

Every day it’s clearer that having a sense of purpose within a company is critical to its success in the modern economy. And not just any purpose, either. What a company needs is a mission that lies outside of the actual business operation itself – a purpose for the business other than simply “building the biggest X…

When to Trust Your Gut

Lots of business decisions are made purely on gut. And there are two schools of thought about this. Some people think that trusting your intuition is the right strategy in most situations, while others will argue that data and reasoning will always produce better decisions.

Three Reasons “Satisfied” Customers Aren’t Enough!

These days it seems like every business is poking and prodding its customers to try to get them to say how satisfied they were. Over the last month I tracked my own interactions with the companies I dealt with. Roughly two-thirds of the websites I spent any time on, and every one of the six…

Be Proactive: No Magic Required

Being “proactive” means taking the initiative with respect to pursuing your strategy or plan. It means getting in front of things. And for any customer-oriented business, being proactive should mean taking the initiative with respect to how the customer experience is rendered. It should mean anticipating the customer’s needs in advance, rather than simply responding…

3 Reasons Why “Customer Experience” is the Hottest Topic in Business Today

Lately, business leaders and senior managers around the globe have become consumed with understanding, managing, and improving the experiences they deliver to their customers. Never before has there been such a universal focus on how customers themselves experience the process of finding, buying and using the products and services they consume. And you can see…

You Too Can Now Invest Wisely, Using Artificial Intelligence

If you’ve ever interacted with any of the growing number of robo advisors such as Betterment, Charles Schwab, Wealthfront or Vanguard, then you’re familiar with how the automated question and answer onboarding session goes. How old are you? How much in savings and investments do you have? Are you more interested in growth or avoiding risk?…